Customer Service Team Lead

REAL Success Network (RSN) is looking for a capable and effective Customer Service Team Lead. 

RSN runs large-scale online multi-speaker summits on a regular basis. With thousands of attendees from all over the world, we receive a large volume of customer service queries during and after summits. We’ve built a customer service team in both the South African and US time zones and we are seeking someone to lead the customer service team specifically in our South African-based time zone to deliver exceptional customer service. In order to be successful in this role, you will need to have strong customer service, management, and leadership skills.

 

Customer Service Team Lead Responsibilities: 

  • Lead the SA-based customer service team to deliver on the business objectives and provide exceptional, industry-leading customer service
  • Work with the Customer Services Manager (US-based) to ensure the US and SA team work well together and are aligned to deliver round-the-clock customer service
  • Assist the Customer Service Manager with measuring and managing the metrics and KPIs for the SA customer service team
  • Assist the Customer Services Manager with managing the SA team shift roster to ensure a high level of service, while maintaining the team’s energy 
  • Train the SA customer service team to constantly improve skills
  • Handle de-escalations and assist the team in solving difficult issues
  • Improve operations and efficiencies within the SA team
  • Ticket support – including refunds and subscription cancellations (this includes working with customers to save sales or offer credits in place of refunds)
  • Phone support
  • Chat support
  • Facebook Messenger support
  • Twitter support
  • Community support
  • Facebook Group support
  • Event moderation
  • Concierge support
  • Inside sales
 

Customer Service Team Lead Qualifications/Skills: 

  • Customer service experience
  • Negotiation skills
  • Self-confidence
  • Product knowledge
  • Management
  • Leadership
  • SLA management
  • Training skills
 

Customer Service Team Lead Requirements:

  • Strong experience in customer service and managing a team are critical
  • Understanding of metrics and KPIs to manage a customer service experience
  • A commitment to excellent customer service
  • Excellent written and verbal communication skills
  • Superb interpersonal skills, including the ability to quickly build rapport with customers
  • Experience using computers for a variety of tasks
  • Competency in Google Suite applications including Docs, Sheets, and Gmail
  • Able to work comfortably in a fast-paced environment
  • Self-disciplined and able to work remotely
  • Must be reliable, and communicate well with the manager and the rest of the team
  • This is a full-time position
 

Work hours:

We service customers across global time zones, so working hours are relatively flexible. Usually, the team follows normal business hours in South Africa (8 am-5 pm). We run events regularly over weekends and it will be expected that you attend most of these. 

Our team typically works hard but takes regular time off and our leave policy takes into account when team members work over the Summit weekends for additional days off the weeks after the summits. 

This is a fully remote position.